Sony India Knowledge Management prcoess

1. Nafees Khan
Batch 2015-17
A-56
PRN 15020441147

2. • Known for creating “products that stimulate the senses and refresh the
spirit”
• Effectively managing a combination of its resources, capabilities and core
competencies, has allowed Sony to create a strong sustainable competitive
advantage
• During the video product development of the 1970s, Sony created three
core competences: a knowledge-sharing culture, a knowledge management
system for tuning technology, and a "waterfall" strategy, which increased
market value and maximized opportunities for Sony and its partners
•Knowledge for management
•Knowledge for employees
•Knowledge for dealers
•Knowledge for customers
•Knowledge for government
•Knowledge for shareholders

3. Sony Group Code of Conduct
• Adopted in 2003
• Basic internal standards to be observed by all directors, officers and employees
of the Sony Group
• Contains legal and compliance standards and Sony's policies for ethical
business practices and activities
• Serves as the subject for frequent “tone from top” in messages
• To date, the document has been translated into 26 languages
Sony Group compliance hotline system
• a resource for employees to report concerns or seek guidance
about possible violations of internal policies
• allow the Sony Group to respond swiftly to risks of such
violations

4. Data collection- personal data and preferences from
customers
• Through SONY portals, from dealers, websites, surveys, chat rooms, cookies,
web beacons etc
• Fulfill its obligations under any sale and purchase contract
• provide customer care,
• Ask opinions on Sony products and services
• Conduct product surveys
• Facilitate searches and requests for information on products and services
• Provide the latest products and services information, including upgrades and
special offers
• Improve Sony products and services
• Conduct prize draws, contests and other promotional offers

5. Website Address for Dealers

6. Sony uses HRB portal for
HR Management
•Enables employees to independently carry out limited actions
•In line with preconfigured access rights
•Freeing HR professionals from mundane tasks
•Allowing them to focus resources on more critical issues
Why HRB?
•Functional possibilities of HRB Portal allowing all Sony employees to participate
in e-business processes
• Significantly reducing paperwork for staff of hr and financial services
•Considerably lowering the human impact on the work results
• Enabling to tighten control over business processes
REMOTE ASSESSIBILITY + 24X7 AVAILABILITY

7. Quality hotline
Gathers product quality-related information from Sony Group employees
Includes reports as well as problems
• Employees send messages regarding such matters that are too difficult to
handle at their workplace and problems concerning the quality of Sony
products and/or customer services from the customer's perspective, to the
Quality Hotline's in-house website.
• After investigation, the Quality Hotline introduces measures to prevent
previous problems from recurring and precluding potential new problems.
Sony’ s quality hotline
in house website
Quality improvement

8. Establishment of human resource development committees for each
specialist field
• Operates across organizational and business boundaries
• Gather experts in each field from across the Sony Group
• Experts discuss medium- to long-term measures and programs appropriate to
the field's particular characteristics based on debate on what experience is
necessary for early acquisition of expertise
• Helps employees to acquire a diverse array of knowledge
• The active cross-pollination of such knowledge generates new value and
innovation
Experts
From
Various
fields
Human
recourse
development
committee
Discussions
And debates
Spreading
of
knowledge

9. Data protection and Accessibility
Secure Sockets Layer (SSL) encryption is used when collecting or transferring
sensitive data to make the data unreadable by anyone but SONY
• Allows customer and employee account data to be password protected
• - physical, electronic, and procedural safeguards that comply with regulations
to protect Data
• limit access to Personal Data of customers. Only those employees who need to
come into contact with that data, will do so
Both technical and
organizational measures

10. • Opinions, reports of malfunctions after purchase, questions regarding use
and other feedback received through Customer Information,
• Centers are evaluated and given to the planning and design groups to make
improvements in product quality and product power.

11. Customer Care Website : Sony India